Let's turn the tables and take a look at customer service from the other side. I recently received a request for help from the unlikeliest of places: the general counsel for a fast-food chain. She wanted to know how to handle the increasing number of complaints that were emerging through social media.
Before the latest social media revolution, Jessica Gottlieb would have probably watched helplessly when her kids, Jane and Alexander, were trapped on the tarmac, waiting for their Virgin America flight to take off. But that’s so 2008.
You get this: Video uploads to YouTube from mobile phones jumped 400 percent in a week. The mobile video revolution has begun. And no one will be more affected than travelers.
Good thing YouTube isn't losing as much money as everyone thought, because when it comes to posting your vacation videos online, you probably don't want to waste your time anywhere else. But I'm getting a little ahead of myself.
Marilyn Parver filmed an altercation between two passengers on a recent JetBlue flight. When she refused to delete the footage from her video camera, she says the airline threatened to blacklist her and accused her of interfering with a flight crew, which is a federal crime.